Technical Training Specialist

About the role

This position exists to provide direct learning support and training delivery for CPR franchisee owners and their employees. Training will be facilitated both in-person at the Nashville Device Care Center (NDCC) and through virtual instructor-led formats. This role also manages training facility operations at NDCC and supports device repair instructional design.

Responsibilities

• Curriculum and Program Facilitation
• Partner with operational leaders and franchisor management team to identify specific training needs for the CPR retail market.
• Schedule and facilitate training to support both new and existing associates as the business requires.
• Schedule and facilitate training sessions for new and existing CPR associates.
• Deliver engaging mobile device repair and technology training, both in-person and virtually, using clear, energetic, and learner-focused facilitation techniques.
• Deliver essential internal content that supports a strong franchise partnership, ensuring Assurant team members understand and can successfully apply key business initiatives.
• Collaborate with operations leadership to coordinate quarterly training calendars.
• Course Development & Implementation
• Create learning experiences that support or accelerate business objectives, using a variety of learning methodologies in partnership with instructional design team.
• Specify objectives and design experiences aligned to business needs.
• Build, update, and maintain retail repair training materials—including presentations, videos, job aids, reference guides, and other digital content—to ensure clear, effective learning across all platforms and audiences.
• Maintain device and tool inventory required for ILT training.
• NPI & Technical Support
• Provide technical and learning support to CPR franchisees.
• Train and certify franchisees on on-site training delivery.
• Partner with Engineering and OEM liaisons on best practices and new product launches.
• Maintain hands-on technical proficiency by dedicating a minimum of 3 –5 hours per week supporting repairs within the Mail-In Repair (MIR) department to stay current on new devices, supporting software, tools, and repair processes introduced through NPI.
• Training Records Management
• Ensure that associates records are up to date and compliant with both business and industry standards.
• Provide compliance updates and reporting to operational leadership.
• Training Operations & Facility Management
• Manage, organize, and maintain the CPR Training Facility at NDCC.
• Maintain and replenish tools, devices, parts, and consumables to support technical training.
• Ensure all classrooms and equipment are fully prepared for scheduled training.
• Support device repair instructional design through equipment availability management.
Requirements
• Associate degree or equivalent work experience.
• Clear, dynamic, & precise communication skills to all levels of employees, from entry-level agents to C-level executives, both inside and outside our organization.
• Wireless (cellular), OEM, and/or consumer electronics repair experience.
• Minimum 3 years of presentation and training curriculum development.
• Proficiency in many forms of audience-driven content creation, design, and delivery, especially Microsoft’s PowerPoint, with a detailed eye towards designing and delivering slides for clear, classroom projection.
• Microsoft Office Suite (PowerPoint, Excel, Word, Outlook); strong computer proficiency (Mac & Windows), web conferencing (ex. GoToMeeting, Zoom, Skype), and A/V setup and troubleshooting skills (projector setup, TV and audio systems, etc.).

Desired Skills/Experience

• Advanced degree preferred in adult learning, instructional design or related field.
• 3+ years in a training or development function.
• 1+ years in project management capacity.
• Cloud-based content storage, organization, and file sharing expertise.
• Adobe Creative Suite, LMS and general audio/video editing software and know-how.
• Results Oriented: metrics driven utilizing benchmarking and analysis to create, revise and reshape ASP instructional programs.
• Effective communication skills: Express thoughts and ideas in a clear and concise manner and provide information to others in a way that considers the needs of the situation and the audience.
• Planning and organizational skills: Manage work activities to achieve business objectives on time, within budget, and according to specifications.
• Strong collaboration skills: Seek the opinions of others and engage colleagues, managers, and employees to build buy-in, especially when consensus cannot be reached.
• Influencing skills: Ability to build value-based relationships and leverage them to get things done.

Working Conditions & Physical Requirements

• This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone.
• Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.
• Must be able to talk and hear.
• Required to use hands to finger, handle, or feel objects, tools or controls.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.